Health trust takes helpdesk medicine

Northumbria Healthcare Trust has improved its IT helpdesk with new service management software.

The trust has selected Supportworks from Hornbill Systems to manage calls and solve staff IT problems. The system is also used to deliver IT progress checks to senior management.

David Jamieson, the trust's helpdesk manager, said, "By using Supportworks we have greatly improved our call management and IT service, achieving much higher customer satisfaction."

Jamieson said the system's management reports also helped managers identify and respond to IT needs in the organisation.

For instance, after the system revealed that many calls to the helpdesk came from users whose mailboxes had filled up, the trust introduced e-mail archiving to help keep mailboxes clear and functioning.

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